Workflow

Automatically screen acute flare calls, assess severity, and route patients to same-day or emergency care without staff intervention

Pain patients calling with acute flares during business hours or after-hours need rapid assessment—not a voicemail queue. AI triage captures pain level, location, and function loss, then routes to your same-day slot, on-call provider, or emergency line based on severity.

Ask about pain onset, location, severity (0–10 scale), and whether it's radiating or localized
Capture medication attempts in the last 4 hours and assess functional loss (can't walk, can't sit, loss of bowel/bladder control)
Distinguish acute flare from medication refill or routine follow-up in the first 20 seconds of the call
Route high-severity acute pain (7+) to same-day urgent slot or on-call provider immediately
Route moderate acute pain (4–6) to the next available appointment or nurse triage for phone management
Route red flags (fever, neurological signs, trauma mechanism) to emergency line or 911 per your protocol

How it pays back

No More Lost Acute Calls

Acute flare calls are recognized and escalated in seconds. Patients don't sit on hold or get routed to voicemail. Your on-call provider sees the escalation and calls back within minutes.

Same-Day Slot Utilization

Acute flare triage fills same-day urgent slots that are often empty. Instead of calling patients to fill cancellations, the system books acute flare patients proactively.

After-Hours and Weekend Coverage

Acute flares don't stop at 5 p.m. or weekends. The system is always on, and it routes after-hours acute calls to your on-call provider or the ED without human delay.

Prevents Unnecessary ER Visits

Many acute flare patients go to the ER because they can't reach their provider. Rapid triage and booking of urgent appointments keeps manageable flares in your clinic.

Acute calls identified in seconds

Pain onset, severity, and functional impact assessed before any staff screening

Same-day urgent slot booking

Acute flare patients can be booked on the spot if a same-day urgent slot is available

Frequently asked questions

How does the system tell an acute flare from a routine follow-up call?

Within the first 30 seconds, the system asks 'Are you calling about acute pain today, a medication refill, or a follow-up question?' If acute, it follows a severity and location assessment protocol. If refill or routine, it switches workflows.

What pain severity triggers immediate escalation?

Pain rated 7 or higher, or any pain with loss of bowel/bladder control, sudden neurological changes, or inability to move, is escalated to your on-call provider or 911 per your protocol. Moderate pain (4–6) is triaged to same-day urgent slots or nurse phone management.

What if the patient is having a heart attack or stroke?

If the patient reports chest pain, shortness of breath, or neurological symptoms (slurred speech, weakness on one side), the system recognizes these as red flags and routes to 911 immediately, or your on-call provider if chest wall pain is likely.

Can the system book a same-day urgent appointment automatically?

Yes, if your schedule has a designated urgent or acute flare slot open. The system checks your EMR availability and books the patient if a slot is available. If not, it routes to on-call triage for phone management.

What if the acute call comes after hours or on a weekend?

The system recognizes after-hours acute calls and immediately escalates to your on-call provider via the escalation protocol you've set. The patient waits on the line or the system transfers them; your on-call provider calls back within the escalation window.